Refund policy

Return & Refund Policy

Last updated: July 29, 2026

At Nova & Co, we want you to feel confident with every purchase. If you are not completely satisfied with an eligible item, you may request a return according to the policy below.

Return Window

Return requests must be submitted within 30 days of delivery. Requests received after the 30-day return period may not be accepted.

Submitting a return request does not automatically guarantee approval. All returned items will be inspected before a refund is issued.

Return Eligibility

To qualify for a return, the item must:

  • Be unused, unworn, unwashed, and undamaged.

  • Be returned in its original packaging.

  • Include all original tags, accessories, manuals, and protective materials.

  • Be accompanied by a valid order number or proof of purchase.

  • Be returned using the instructions provided by our support team.

Items that do not meet these conditions may be refused or returned to the customer.

Non-Returnable Items

For health, hygiene, safety, or customization reasons, the following items may not be returned:

  • Opened or used beauty and personal-care products.

  • Earrings or other pierced jewelry that has been opened or worn.

  • Underwear, swimwear, and intimate apparel.

  • Personalized or custom-made products.

  • Gift cards and digital products.

  • Membership or subscription benefits already used.

  • Clearance, final-sale, or promotional items marked as non-returnable.

  • Electronics with missing packaging, accessories, serial numbers, or security seals.

  • Items damaged through misuse, improper care, or normal wear and tear.

How to Request a Return

To request a return, visit our Contact Us page and provide:

  • Your full name.

  • Order number.

  • The item you wish to return.

  • The reason for the return.

  • Clear photographs if the item is damaged, defective, or incorrect.

Do not return an item before receiving return authorization and instructions from Nova & Co. Items sent to an unauthorized address may not be accepted or refunded.

Return Shipping

Customers are responsible for return-shipping costs unless the item received was damaged, defective, or incorrect.

Original shipping charges are non-refundable unless required by law or the return is caused by an error from Nova & Co.

We recommend using a trackable shipping service. Nova & Co is not responsible for return packages lost or damaged during transit.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately after delivery.

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery. Include your order number and clear photographs or videos showing the issue.

Once the claim is reviewed and approved, we may offer a replacement, store credit, or refund depending on product availability and the circumstances.

Exchanges

We do not guarantee direct exchanges because product availability can change quickly. The fastest option is usually to return the eligible item and place a new order for your preferred product, size, or color.

If an exchange is available, our support team will provide the necessary instructions.

Refunds

Once your return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow approximately 5–10 business days for the refund to appear, depending on your bank or payment provider.

Nova & Co cannot issue a refund to a different payment method.

Partial Refunds

A partial refund may be issued if:

  • The item shows signs of use or wear.

  • Original packaging, tags, accessories, or parts are missing.

  • The item is returned damaged for reasons unrelated to delivery.

  • The returned product does not fully meet the eligibility requirements.

Late or Missing Refunds

If your approved refund has not appeared:

  1. Check your bank or card account again.

  2. Contact your payment provider.

  3. Allow additional processing time required by your bank.

  4. Contact Nova & Co customer support if you still need assistance.

Order Cancellations

If you need to cancel or change an order, contact us as soon as possible. We cannot guarantee cancellation once an order has entered processing or has been shipped.

If the order has already shipped, the standard return process will apply.

Memberships and Subscriptions

Nova Elite membership payments are generally non-refundable after the billing period has started or membership benefits have been used.

Membership cancellation will prevent future renewal charges but may not refund the current billing period. Additional cancellation terms displayed during membership registration will also apply.

Contact Us

For return, exchange, or refund assistance, please visit our Contact Us page. Include your order number and relevant details so our customer-support team can assist you efficiently.